VP Customer Support
About The Position
The Vice President of Customer Support leads the strategy and day-to-day operation of JetBlue’s multi-channel customer support organization, delivering a high-quality, efficient, and scalable customer experience across voice and digital channels. This role drives continuous improvement in performance, cost, and customer outcomes while advancing a modern, digital-first support model. This leader translates operational realities into clear, consistent customer interactions—particularly during irregular operations—and ensures Customer Support is positioned to execute effectively in a fast-paced, 24/7 environment. In close partnership with commercial and operational teams, the Vice President ensures support strategies strengthen customer experience, loyalty, and long-term revenue performance. The ideal candidate is a forward-thinking, digitally fluent leader who embraces transformation, builds a highly engaged and performance-driven crewmember culture, and operates as a strong brand ambassador for JetBlue. This role requires excellent cross-functional collaboration, sound judgment, and a passion for JetBlue’s values of Safety, Caring, Integrity, Fun, and Passion.
Requirements
- High School Diploma or General Education Development Diploma (GED)
- Ten (10) years of leadership experience in customer support, operations, or service environments
- Experience leading large-scale, multi-channel customer support organizations
- Proven ability to drive performance in a 24/7, high-pressure operational environment
- Strong cross-functional leadership and stakeholder management skills
- Experience with digital transformation, automation, or AI-driven customer support tools
- Strong analytical and problem-solving capabilities
- Excellent communication and executive presentation skills
- Frequent travel between Customer Support teams in Orlando and Salt Lake City as well as JetBlue’s Long Island City Support Center in New York City.
- Available for overnight travel (30%)
- Able to work flexible hours and be available for an emergency response on short notice
- Must pass a pre-employment drug test.
- Must be legally eligible to work in the country in which the position is located
- Authorization to work in the US is required, this position is not eligible for visa sponsorship
Nice To Haves
- Experience in airline, travel, hospitality, or other complex operational environments
- Experience leading large-scale transformation initiatives
- Bachelor’s Degree or higher
- Experience managing operating budgets and business cases
Responsibilities
- Lead the end-to-end Customer Support operation, ensuring strong performance across customer experience, efficiency, and compliance
- Own the Customer Support response during irregular operations, ensuring alignment with enterprise recovery strategies and consistent execution across channels
- Drive structured coordination with SOC, Airports, Inflight, Commercial, and other operational teams to deliver a unified customer experience
- Translate operational decisions into clear customer-facing actions and communication strategies
- Establish feedback loops to ensure frontline customer insights inform operational and strategic decision-making
- Lead the evolution to a digital-first support model, leveraging automation and AI to improve speed, accuracy, and scalability
- Drive proactive communication strategies to reduce customer effort and contact demand
- Own performance metrics including customer satisfaction, contact rate, resolution speed, digital containment, and cost efficiency
- Partner closely with Commercial teams to align support strategies with revenue, brand, and customer experience objectives
- Identify opportunities to support revenue generation through customer interactions, recovery strategies, and service design
- Contribute to revenue performance by supporting customer retention, loyalty, and ancillary revenue opportunities
- Partner with Finance to develop and manage operating plans and cost structures
- Champion continuous improvement through data-driven decision-making and cross-functional initiatives
- Ensure compliance with all regulatory, contractual, and company requirements related to customer service operations
- Take a significant role in the development of crewmembers to support their engagement, growth, and goal achievement
- Other duties as assigned
Benefits
- Base pay is one component of JetBlue’s total compensation package, which may also include performance bonuses, restricted stock units, as well as access to healthcare benefits, a 401(k) plan and company match, crewmember stock purchase plan, short-term and long-term disability coverage, basic life insurance, free space available travel on JetBlue, and more.
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What This Job Offers
Job Type
Full-time
Career Level
Executive
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
